“What do you mean, change the context?” Ruben asked. “Jason is the smartest guy in the room, or, at least, he wants you to think that,” I nodded. “Right now, his attitude is counterproductive. So, change the context. You do some internal training, from time to time?” “Yes, but that’s my job,” Ruben assured me. […]
“Is Jason smarter than everyone else in the room?” I asked. “On some things, yes,” Ruben replied. “But, that’s not the point. Even if he does know something the team doesn’t know, he doesn’t have to shove it in their face. He needs to share, so everyone on the team can get better. That’s what […]
“He doesn’t fit the culture,” Ruben explained. “Jason’s okay, knows the technical side of the business, but he doesn’t fit the culture.” “What do you mean, he doesn’t fit the culture?” I asked. “He doesn’t fit the team,” Ruben replied. “Our teams work together, support each other, help each other. If someone asks Jason a […]
“So, you want your team to feel like a family, at least an extended family?” I asked. Andre was thoughtful. “You have heard the expression, familiarity breeds contempt? That is the behavior I see. Petty grievances. Subtle discord. You would think that, as a family, they would get along better and, in turn, be more […]
“The biggest problem I have,” Andre complained, “is getting my people to work together. I want them to be like a family. I want them to feel like they belong to a tribe, you know, an extended family.” “Oh, really,” I looked surprised. “It is a noble feeling to impart to a group of people, […]
“I guess I just don’t like the characterization that most of what I do, as a manager is manipulation. I always thought of myself as a motivational leader,” Helen explained. “When you think about motivation, do you think it is something that exists inside of a person or outside?” I asked. “Well, inside. Motivation has […]
Helen’s face dropped. Her smile disappeared. “Sounds like manipulation,” I said. “But, but, what do you mean?” she gasped, not in desperation, but surprise. “I mean, most of the things we do, as managers, fall in line with manipulation. We create expectations of performance, we get the performance, the team member gets a reward. Or […]
How did the joke go? When you finished eating the pizza, you could eat the box, because it tasted about the same. Unfortunately for Domino’s, customers weren’t joking. By 2008, customer research confirmed what many people already believed. Patrick Doyle arrived as CEO and admitted as much about the cardboard box. They used real customer […]
No one knows whether it actually happened. The story goes that a customer walked into a Nordstrom store carrying a set of tires and asked for a refund. The employee refunded the purchase. There’s only one problem. Nordstrom didn’t sell tires. This story has been told for decades. It may be true. It may be […]
Every behavior begins with a belief. Every system begins with an assumption about the way the world works. The interesting question isn’t how the Wells Fargo scandal happened, or even why it happened. The more interesting question is: What did management have to believe for those behaviors to make sense? The Behaviors Between 2011 and […]
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